Vertu Jaguar Exeter

My car broke down and was recovered by the RAC to the Vertu Exeter dealership. I called and was firstly told they had no space for the car. Next I was advised the earliest the car could be seen was 21st July (5 weeks away). A manager called me on the evening of 8th June to say, don't worry as a valued customer they would support me. A few days later I was advised the turbo had failed despite the car being purchased directly from Jaguar Exeter and having a full jaguar service only months earlier . Again I was assured I would be supported by Jaguar head office and Vertu dealership.After much pestering and asking for an update I was advised a replacement turbo was a £3500 job and Jaguar technical had advised the engine still may not run and spending the money was at my own risk. So much for the valued customer and support.....I asked what was the cost of a new engine, dealership said they would investigate. I also asked if the dealer could offer someway of placing me in a different car to get me back on the road. Again, certainly, no problem.I attempted to get an update without success. I called Jaguar customer service directly in frustration and was given two sales personnel names to call at the dealership. One polite gentleman answered couldn't believe why there had been a delay and apologised. He said, don't worry as soon as I get off the phone I will get this sorted for you, I'll call back in 30mins. Dream on.....The following morning I called him back and asked why he hadn't called back? He was surprised as his colleague should have called. Leave it with him, he'll sort it (again).Roughly and hour later a salesman called, apparently I was interested in buying a car he stated half heartly. Given my car was broken down he thought the dealership would be able to offer £500 to £1000 but couldn't be sure - brilliant. He then said a new engine fitted would cost circa £8k-£12k.I enquired about a deal on another car, at which point I was basically told to look on the website - the sales guys support and involvement was pointless and simply added to my frustration and feeling unvalued as a customer.At this point my original contact called me back and I explained the current situation. He said sales wasn't his side of things and there was little he could do.I enquired where do we go from here then? Scrappage, salvage and also enquired about any costs I may have incurred. To his credit he immediately stated not to worry about the inspection fee, he would deal with that and I would not be charged.From here, feeling effectively abandoned as a long term customer I managed to source and arrange a salvage company to collect my vehicle and return a small percentage of it's value. All after waiting 5 weeks for some kind of support from jaguar.I advise my point of contact the car was organised for collection and I wished to empty my car of any remaining personal effects and reset personal data on the car itself.I arrived, was greeted by my point of contact and taken to the car, no effort was made to attempt to rectify the situation, simply apologies and assurance I did not owe any monies. This was quickly followed by the comment I would be receiving a customer survey and could I please score the first one or two questions with a 9 or 10, apparently after those questions I was free to let rip" with any comments I wished. Fairly soul destroying to feel only valued as a customer when it effects a feedback survey.I'm writing this feeling extremely let down by both Jaguar Inc and Vertu Exeter dealership

Had nothing but trouble with our car and staff at this dealership. The car had been in garage several times , under warranty but they kept saying they couldn’t find the fault then when the car was out of warranty they astonishingly found the fault. Over £980 that cost. Very rude young lady in service department.

A little disjointed with some facilities not available. Staff though were pleasant enough. Unfortunately Jaguar no longer offer a vehicle that fits my requirements. How, when considering Jaguars intention to provide higher quality, less volume cars AND as I have read, closing down Jaguar dealerships to supply more Defenders, can you see the sense in the cancellation (so late in the day!) of the replacement Jaguar XJ doesn’t match their stated aims.A shame as I have been a ‘Jaguar’ customer for many years. You can see my cars in the photos.

I took my broken I-pace in on July 19th 2023. The repair was finally completed on 6th November, a week after the lease and MOT had expired. I have abandoned it! Never buy an I-pace.

I dropped off my car in the service bay, and was directed to leave the building by the front entrance.As I made my way out, via the automatic sliding doors, I was almost struck on the head by a hydraulic platform which suddenly lowered, with two workmen on board, just as I was about to walk out.The two were clearly doing some work on the outside of the building, above the door, and they had put up a few cones around the outside of the door, but there was nothing stopping people such as myself leaving the building and finding several tonnes of platform coming down on their head..!!I did a quick about turn and pointed out the obvious danger to the lady on the reception desk immediately inside the doorway. She told me she would report it, but made no attempt to put a barrier or warning sign in the way.She then referred me to an assistant to show me the side door, and when I pointed out the situation to him, his reply was a very offhand “Yeah, yeah”..!!When I suggested that he could show a bit more interest, and take some sort of action, he became quite agitated, and said “I’m only a minion here, mate”.I found it absolutely unbelievable that two separate employees of a so-called prestige business could show so little regard for their customers’ safety.

The dealership visually and the technical work done on the vehicle were excellent, as was the speed of processing on arrival. Such a shame it took six days and a load of telephone calls and emails to get the service agent to provide me with a service invoice. Yes, the vehicle was on a contract servicing package but Matford Jaguar gave me an invoice last year, so why couldn't Vertu do it this time?

We booked in for a test drive of the new land rover defender ninety. I was a bit nervous as I hadn't driven a bigger vehicle for a while but even after 10 minutes didn't want to go back to a car. Service was good, professional but not pushy. Lovely showroom and very very nice cars.

Really gone downhill since Vertu took over. Very sad I can only assume cost cutting / profit boosting across the board by the new owners.

Superficially good customer service but when you actually need anything they fail to deliver. I would never go back there and will never be buying a Jaguar ipace again.